A multi-step Cortex action fails mid-run:
- Browser automation stops, freezes, or shows an error overlay
- Office (Word / Excel / PowerPoint) edit fails partway through
- Tool steps appear, then the run ends without the expected result
- Parallel tools seem to finish out of order or with mixed-up results
- You see "task failed", a red error, or the agent asks you to retry
Primarily Desktop. Web support chat cannot drive your local Office apps or Cortex Browser the same way.
- Target site, file, or app changed while the task was running
- Sign-in, credits, or network dropped mid-task
- File locked by another application
- The prompt asked for several unrelated goals in one run
- Temporary tool or browser engine issue
- Note which surface failed: browser automation, Office edit, file tools, or general chat tools.
- Check credit balance and sign-in / organization state.
- Check whether the target file is open/locked elsewhere, or the website requires a fresh login.
- Copy any on-screen error text exactly.
- Note whether a shorter retry of the same step works.
- Stop the stuck run if a stop/cancel control is available, then send a shorter retry focused on one step.
- Refresh or reopen the target (browser page or Office file), ensure you are signed in where needed, then retry.
- If an Office file fails: close it in other apps, reopen from the project folder, and ask Cortex to retry the same edit.
- Reload the Cortex window once, confirm credits are available, and rerun a minimal version of the task.
- If browser automation fails behind a company site: complete any login/MFA manually when Cortex pauses, then continue; or simplify the prompt to one page and one action.
- The same minimal task completes end to end
- Expected files or site state match what you asked for
- A second short task in the same area also succeeds
Email support@withcortex.ai if:
- The same tool or browser step fails after Steps 1–5
- Failures started after an update and never recover
- Only one site or file type fails repeatedly with the same error text
Use Report Issue (bug icon, top-right) when available so logs are attached, and also email support if the run is urgent.
- Platform and app version
- OS
- Task type: browser / Office / files / other
- Exact error text
- Site or file type involved (no passwords)
- Credit and org status
- Whether Report Issue was submitted
- Steps already tried